Role Responsibilities & Key Accountabilities
- Coordinates an ITSM process, e.g. Incident, Problem or Change in line with the agreed global standard ensuring consistency of content, approach and quality, while efficiently maintaining internal and customer Service Level Agreements and expectations.
- Tracks and navigates items throughout the process lifecycle ensuring accurate recording, documentation and timely closure of items in line with the quality and SLA targets defined.
- Provides first level contact within Technology for communication of information relating to customer issues and queries, ensuring that feedback is progressed to an acceptable resolution.
- Supports the creation and preparation for and participates in or chairs regular IT Service Management Process meetings, i.e. CABs, Problem Reviews, etc.
- Supports in the creation and publication of data and reports for various stakeholder needs.
Qualifications & Experience
- A graduate or a final year student in in Information Security/information Systems Computer Science/Engineering
- Knowledge in IT Service Management (Preferred)
- Excellent communication skills (verbal and written)
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